Automation Support Engineer II - San Diego, CA

San Diego, CA
 

Company Overview

HighRes is a Beverly, Massachusetts–based life sciences lab automation company that partners with biotech, pharma, and research organizations to implement intelligent laboratory workflows, combining hardware, software, and services to make scientific work more efficient and reproducible.

Its platform is focused on automating and orchestrating lab operations—from liquid handling and robotic systems to workflow software such as Cellario—supporting use cases like drug discovery, genomics, and other high-throughput research.
 

Position Summary

We are seeking a remote Automation Support Engineer II in San Diego, CA or its surrounding areas to serve as the primary point of contact for our customers' robotics systems, focusing on case management for both software and hardware. The expectation is that you are a fast-learning and curious individual who loves troubleshooting and provides excellent customer service. You should be able to work independently and cross-functionally, switching between discussions with our internal teams and your customers. The ideal candidate will be able to grow with the company and develop their skills over time.

This is an exciting opportunity to have a real impact, supporting our customers in operating their automation platforms. You will collaborate with multiple teams to develop solutions for your customers' diverse issues. You'll be the face of HighRes for your assigned customer base. Having a polished and professional communication style is essential! This is a fantastic opportunity for someone passionate about the intersection of life sciences and robotics. Work will be performed remotely, in the office, and at customer sites.

Responsibilities

You will be trained to help you become capable and confident in performing the following:

• Improve customers' daily experience with our platforms that contribute to human health discoveries
• Build strong customer relationships through proactive communication and technical skills
• Manage a customer base on the West Coast of up to 30 accounts
• Meet targets for response time and quality to ensure customer satisfaction
• Collaborate with cross-functional teams to drive forward customer resolutions
• Collaborate with Field Service Engineers for troubleshooting, upgrades, device issues, and more
• Debug and deploy code for integrating laboratory automation devices
• Troubleshooting networking issues with TCP/IP and serial communications
• Configure relational databases for laboratory scheduling software
• Interface with and train customers remotely or onsite
• Deploy laboratory automation solutions while working with various teams to troubleshoot field issues
• Contribute to documentation and continuous improvement of our processes

Required Qualifications

• Bachelor's degree in a technical field, (Computer science, Robotic Engineering or related fields)
• A passion for driving customer success and experience in customer service
• ASE 2 should have 4+ years’ experience in lab automation, robotics, or software experience
• Basic proficiency in C#, Python, or other Object-Oriented Languages
• Ability and interest in software troubleshooting and working with the larger Software team
• Problem-solving mindset with attention to detail
• Organization and time management skills
• Experience documenting software or hardware issues and tracking to resolution
• Professional demeanor and ability to represent the company with clients
• Adaptability to fluctuating workloads and evolving customer expectations
• Exceptional written and oral communication skills to a variety of audiences
• Domestic travel is required for this role, around 30%
• International travel is unlikely but still possible
• Current driver's License, Passport, and personal transportation are required.
• A love for continuous learning

Preferred Qualifications

• Understanding of or experience with robotic arms and laboratory automation software
• System deployment engineering, or bio/pharmaceutical labs experience
• Ability to write tools and scripts to automate repetitive tasks
• Experience recording logs and information on software bugs
• Familiarity with networking (TCP/IP), or Serial Communications
• Basic mechanical and electrical troubleshooting skills. Additional Years of Work Experience or Industry Exposure